[lbriner]

Strongly disagree. Grand-facthering pricing sounds reasonable but is a nightmare for us.

As well as the technical issues with having to build in a load of complexity to maintain various features on different customer accounts, at some point there will be things that will change but customers will not accept that.

Most of our customer completely understand that they are paying for a service, not a product. Just because their features don't change doesn't mean it is costing us nothing to run the service.

Price gouging is morally dubious just because they are sticky but when you are selling a value-add (we could be saving you X employees per year) then it is reasonable to charge an amount of money as the OP says that customers are not as price-sensitive as you think.